6 Messages
Had technician out - replaced xFi gateway - now my account says I'm past due
I'm not 100% sure that the technician replacing my gateway (I'm on my 3rd gateway since switching from my owned Motorola modem/router) caused this issue with my account, but when I open the xfinity app:
1) I can't access my devices/network information - My only options are "Overview" and "Account"
2) The app shows I'm past due - I'm not past due
I've recently tried activating the new gateway (in case I didn't do that already), but that didn't change anything.
If I need to go to a comcast store and replace my xFi gateway for the 3rd time (4th replacement), I'm going to get cranky.
XfinityArmand
Official Employee
•
2.1K Messages
7 days ago
Thank you so much for taking the time to reach out to Xfinity Support! We are so glad to hear from you and want to help in any way that we can. No worries! You have reached out to the best team to assist with your billing and service concerns. We fully understand how confusing a statement can be. It sounds like recent payment activity was not included in the statement. We can confirm that for you! So that we can get started, please feel free to shoot us a private message with your details and we can get a look at what is going on for you.
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
• As you are typing a drop-down list appears. Select "Xfinity Support" from that list
• An "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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